188 results found

1. RingCX Voice Queue Call Distribution

   The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.

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2. Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however, since it is being done via a requeue, the caller is technically sent to the "end of the line" of the queue as their place in queue is not held.

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,… more

   3 votes

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3. Ability to Set Skill Weight/Proficiency

   Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

   • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
   • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
   • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).

   •  

   17 votes

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4. Improvement with the CX queue voicemail options.

   CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

   35 votes

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   Future Consideration  ·  4 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. requeue

   Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

   8 votes

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6. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

   Issue:

   JavaScript nodes have no fallback or error handling path.

   If ivr.setConnection() fails or is not reached, the call has nowhere to go.

   This creates workflow dead ends and can increase call abandonment.

   Requested Enhancement:

   Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

   Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

   Example Scenario:
   If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

   Benefits:

   Prevents dead air and call abandonment caused by JS errors.

   Allows for more resilient and fault-tolerant IVR workflows.

   Reduces operational impact from coding or runtime errors.

   Improves overall customer experience.

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

   6 votes

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7. Paging in RCX

   Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

   5 votes

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8. Add Agent Capacity Profiles to manage concurrent async and real-time workloads

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

   It reduces flexibility and efficiency for operations that handle multiple channel types.

   Example Scenario:
   A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

   Proposed Solution:
   Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

   Definition of concurrent conversation limits by interaction type (async and real-time).

   Ability to assign different profiles to agents, queues, or roles.

   Dynamic capacity management so agents aren’t overloaded.

   Benefits:

   Optimizes agent utilization while maintaining responsiveness on real-time channels.

   Improves SLA adherence across all communication types.

   Allows businesses to better manage diverse digital workloads without custom routing hacks.

   Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for… more

   2 votes

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9. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   4 votes

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10. Add time based variable to holiday configuration

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

    The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In… more

    61 votes

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    Future Consideration  ·  16 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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11. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    12 votes

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12. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    17 votes

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13. Inbound Queue Callback - option to record caller's name

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they… more

    14 votes

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14. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    2 votes

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15. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

    7 votes

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16. automatically detect RoboCalls

    Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List

    6 votes

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17. Max allowance by queue to allow omni-channel management without affecting chat availability

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web messaging queues 3 max interactions, email channel queues 5 max interactions.

    Why it matters:
    This ensures that the chat availability feature which helps to maintain our tight chat SLA's is not hindered when agents are also on email channels, as the chat availability feature goes on a queue level.

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web… more

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18. Provide the option to associate post-call feedback directly with the individual agent.

    To have an option to link the post-call survey to the agent that was handling the call.

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19. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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20. On the RingCX voice queue, disable automatically all dispositions when the "Disable Dispositions and Agent Notes" is checked

    Here is the setting on the RingCX voice queue:

    1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,

    2- Check the "Disable Dispositions and Agent Notes" tab

    3- set the integrated script with a script

    When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
    when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."

    The solution is disable automatically all dispositions when the "Disable Dispositions and Agent Notes"

    Here is the setting on the RingCX voice queue:

    1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,

    2- Check the "Disable Dispositions and Agent Notes" tab

    3- set the integrated script with a script

    When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
    when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."

    The solution is disable automatically all… more

    1 vote

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